AccountId: 011433970860
ContactId: eb3ee71f-d43c-416a-ba7f-c8f077c78070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166440 ms
Total Talk Time (AGENT): 95110 ms
Total Talk Time (CUSTOMER): 53073 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/eb3ee71f-d43c-416a-ba7f-c8f077c78070_20250110T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? My name is [PII]. I'm calling from Baptist Outpatient Services. I just need to verify benefits for a patient, please.
[AGENT][NEUTRAL] Yeah, I can check benefits for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, no, [PII]
[AGENT][NEUTRAL] [PII], OK, sorry about that, um, and then can I get a good, uh, call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 02137617 ML and 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so the policy you gave me actually terminated [PII]. If you give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, sure. Thank you.
[AGENT][NEUTRAL] OK, so she does have one that is currently active. Let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] Um, OK, one second.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK it is 02.
[AGENT][NEUTRAL] 456-672.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6672.
[AGENT][NEUTRAL] Correct, uh, this one, I just kind of picked up where the other one left off effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see and you said we were looking at an outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah, they're coming in for a breast ultrasound.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just needed to.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] What it is covered mhm.
[AGENT][NEUTRAL] Of course I will let you know verification of coverage is not a guarantee of payment for claims, and as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance only after major medical pays. The patient benefit is $2000 max per calendar year that I know the year just started, but I will still go ahead and double check to see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, none of that has been used so far this year.
[CUSTOMER][POSITIVE] All right awesome, and can I please have a reference number, [PII]?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, and so my name is spelled [PII] Last initial is [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Um, no, that'll be all. Thank you so much. I appreciate your help. Have a wonderful weekend.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. You too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.